PLDT Enhances Customer Experience, Makes Customer Engagement More Seamless and Simpler

The Philippines’ largest telecommunications company taps into Kantar and Medallia to continue being the market leader in customer experience, leveraging on a digital platform.

Kantar, the world’s leading data, insights and consulting company, announced on March 1, 2022 that PLDT Inc., the Philippines’ largest, most diversified and fully integrated telecommunications company, and Smart Communications, Inc. (Smart), PLDT’s wholly-owned wireless subsidiary, have selected Medallia as the customer experience platform of choice, with Kantar supporting the implementation efforts across PLDT and Smart. Kantar and Medallia, Inc., the global leader in customer and employee experience, joined the PLDT team at a digital signing ceremony to formalize the partnership.

PLDT Enhances Customer Experience and Makes Customer Engagement More Seamless and Simpler Kantar Medallia

Image: Yura Fresh via Unsplash

“A large part of our commitment to provide world-class connectivity for all Filipinos is to empower our people and processes with technology that allows them to render the best customer experience,” said PLDT and Smart President and CEO Alfredo S. Panlilio. “Our engagement with Medallia and Kantar gives us this technology and empowers us to listen and respond to our customers more effectively, as they are our North Star for all group-wide efforts.”

With Medallia and Kantar, PLDT and Smart aim to optimize customer experience management across all channels, including digital platforms, mobile phone applications, and contact centers.

“At Kantar, we work with clients across various industry verticals in advising and driving, both strategically and operationally, on Customer & Brand Experience. Our best practice framework on implementing a world-class technology like Medallia is built on a practical yet impactful closed-loop feedback system,” said Executive Managing Director of Kantar SEA Katie McClintock. “We have a dedicated and experienced team, supported by regional and global experts, working closely with PLDT and Smart to ensure best-in-class execution and how to use the insights that are being captured on Medallia to help PLDT and Smart win faster and better in the Philippines.”

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